Frequently Asked Questions
Orders & Payments
Q: How do I place an order online?
A: Add your item to cart, select shipping or Boutique Pickup (Marina Mall, Abu Dhabi), and complete secure checkout. You’ll receive an order confirmation and a follow-up with tracking or pickup details.
Q: Which payment methods do you accept?
A: Major credit/debit cards and trusted local gateways. For high-value orders, we may verify identity to keep you protected.
Q: Can I reserve an item before paying?
A: Yes—short holds are possible for in-boutique viewing. WhatsApp us at +971 54 584 8399.
Q: Can I split payment or pay a deposit for bespoke?
A: For bespoke or special orders, a deposit is required. Balance is due before collection or dispatch.
Q: Will I be charged VAT?
A: Prices are shown in AED and include UAE VAT where applicable.
Shipping & Pickup
Q: Do you ship across the UAE?
A: Yes. Free, insured shipping to all seven emirates, typically 1–3 business days after payment and any required verification.
Q: Do you offer same-day delivery?
A: In Abu Dhabi city, subject to item availability and cut-off. Contact us to confirm.
Q: Can I pick up my order?
A: Yes—choose Boutique Pickup at checkout. We’ll message you when it’s ready. Bring photo ID and your order confirmation.
Q: Do you ship internationally?
A: To select destinations on request. Duties/taxes at destination are paid by the recipient.
Returns & Exchanges
Q: What is your return policy?
A: For defective or misdescribed items, we will repair, replace, or refund within a reasonable time. For change-of-mind on online UAE orders, we offer 7-day exchanges or store credit on standard, non-customized items in unworn condition with all packaging and certificates. Earrings/pierced jewelry and bespoke/altered items are final sale (unless defective).
Q: How do I start a return?
A: Email [email protected]
or WhatsApp +971 54 584 8399 with your order number, reason, and photos if applicable. We’ll issue a Return Authorization and shipping instructions.
Q: Do I need to return the lab certificate (e.g., GIA)?
A: Yes. Certificates form part of the product. Missing or damaged reports may incur a lab replacement fee.
Certificates & Authenticity
Q: Are your diamonds and gemstones certified?
A: Where applicable, diamonds and gemstones are accompanied by GIA, SwissLab, or equivalent reports and Harmony documentation.
Q: Do you provide appraisals?
A: Yes. We can provide an insurance valuation document upon request.
Sizing & Resizing
Q: How do I find my ring size?
A: Visit our boutique for a professional measurement or request our ring-sizer guide. Many designs can be resized; some styles (full eternity, complex pavé) have limitations.
Q: Are bracelets adjustable?
A: Many bracelets offer size options or add-on links. Our team can advise on the best fit.
Bespoke & Special Orders
Q: Can you create a custom piece?
A: Absolutely. Our in-house atelier handles design sketches, stone selection, prototypes, and final setting. Book a consultation in-boutique or virtually.
Q: How long does bespoke take?
A: Typically 3–8 weeks, depending on complexity, stone sourcing, and certifications.
Q: Can you reset my heirloom stone?
A: Yes. We’ll assess feasibility and propose secure settings that respect the stone’s characteristics.
Care & Maintenance
Q: How should I care for my jewelry?
A: Store pieces separately, avoid harsh chemicals, and remove during sports or heavy work. Clean gently with lukewarm water and a soft brush (unless the gem is porous/treated—ask us first).
Q: Do you offer cleaning and inspections?
A: Yes—complimentary cleaning and inspection for Harmony pieces. We recommend checkups every 6–12 months.
Materials & Sourcing
Q: Which metals do you use?
A: Primarily 18K gold (yellow, white, rose) and platinum for select high-jewelry pieces.
Q: Are your materials responsibly sourced?
A: We work with reputable suppliers and labs and prioritize ethical sourcing for stones and precious metals.
Warranty & Repairs
Q: What does the warranty cover?
A: Manufacturing defects in materials and workmanship. It doesn’t cover loss, theft, wear-and-tear, or unauthorized third-party alterations.
Q: How do repairs work?
A: Contact us with your concern. Our jewelers will assess and quote if the repair isn’t under warranty. Warranty time pauses while your item is with us.
International Clients
Q: How are duties and taxes handled?
A: Destination customs assess duties/taxes which the recipient pays. Contact your local authority for guidance.
Q: Can you ship to my hotel in the UAE?
A: Yes, with valid ID and secure handover. We may call to verify details.
Gifts & Packaging
Q: Is gift packaging included?
A: Yes, a complimentary Harmony gift box is included. Add a gift message at checkout.
Q: Can I send a gift anonymously?
A: We can omit pricing from the parcel. For security and fraud prevention, sender details may be required for high-value gifts.
Promotions & Pricing
Q: Can I stack discount codes?
A: Unless stated, codes cannot be combined. Promotions may exclude certain designers or high-jewelry.
Q: I saw a different price previously—can you match it?
A: Pricing can change due to market conditions or promotions; contact us and we’ll review on a case-by-case basis.
Accounts & Newsletter
Q: Do I need an account to order?
A: No, but creating one lets you view orders, save favorites, and manage preferences.
Q: How do I subscribe/unsubscribe to the newsletter?
A: Use the footer form to subscribe. To unsubscribe, click the link in our emails or message us—no hard feelings.
Security & Privacy
Q: Is checkout secure?
A: Yes. We use encrypted payment gateways and do not store full card numbers. For privacy practices and your rights, see our Privacy Policy.
Q: Why was I asked for ID?
A: For high-value orders or mismatched details, we verify to prevent fraud and keep you safe.
Appointments & Contact
Q: Can I book a private viewing?
A: Yes—book a private appointment for bridal, bespoke, or high-jewelry.
Q: How do I reach you?
A: Boutique: Ground Floor, Marina Mall, Abu Dhabi
Phone: +971 (2) 491 6100 WhatsApp: +971 54 584 8399
Email: [email protected]
Quick Troubleshooting
Didn’t receive order confirmation? Check spam/junk or message us.
Tracking link not updating? Write to us; we’ll contact the courier.
Wrong size on delivery? Message us within 48 hours to discuss resizing options.
Certificate missing from box? Keep all packaging and contact us immediately.